State Transition Event

Contents

Description

Combines state event resources to describe the completion of a given state and the start of a new state in a single request, rather than issuing separate start and end requests.

Resource

Important

When your application deals with this resource, parts of the from and to fields are shared. See below.

State Transition Event

Field

Type

Mandatory

Description

service_id

integer

yes

The unique ID of the related service.

from

hash

yes

The hash of the following fields describing the state from which the service is transitioning:

state_id (mandatory): The 32-bit ID of the state to complete.

disposition (optional): The unique ID for the business disposition assigned to the given state. For instance, this can be the DB ID of a Business Attribute used to enumerate a given organization’s business dispositions.

disposition_desc (optional): The text description which provides additional context on the business disposition. Limited to 64 characters.

to

hash

yes

The hash of the following fields, which describe the state into which the service is transitioning:

state_type (mandatory): The unique ID associated with the type of service, typically the DB ID of a value in the Service Type Business Attribute.

est_duration (optional): The estimated service duration in seconds.

The following fields apply both to the state to complete and the state to start:

session_id

string

no

The ID of the related session, for instance, the orchestration session, or any other business session.

interaction_id

string

no

The ID of the related Genesys interaction. This ID can be used by other Genesys reporting products such as Stat Server, URS, Composer, and GVP.

application_type

long or string

no

The unique ID associated with the type or class of application issuing the service event. May be used to group related applications, potentially across resource types.

application_id

integer

no

The unique ID (such as Genesys DB ID) for the application issuing the service event, such as a GVP VoiceXML application or an Orchestration SCXML application.

resource_type

long or string

no

The unique ID associated with the type or class<ref name="business"/> of resource which provides the service (for example, GVP, Agent Desktop, or Orchestration).

resource_id

integer

no

The unique DB ID for the specific resource which provides the service. For instance:

the Genesys DB ID of a specific GVP or orchestration platform.

the DB ID of a given agent, according to the context.

media_type

long or string

no

The media type applicable to the given service/state/task, for instance, email, voice, chat, etc.

timestamp

date/time

no

The UTC time at which the event was raised, with a precision of milliseconds, using the ISO 8601 representation : [YYYY]-[MM]-[DD]T[HH]:[mm]:[ss].[SSS]Z. If the application does not specify this timestamp, the server does it when the event is processed.

<extension>

Any JSON type

no

State attached data as key-value pairs. You can add as many key-value pairs as needed.